FAQ

Customer service is available by email and Messenger, on weekdays, during regular business hours.

Absolutely! Contact us by email or Messenger so we can direct you to the appropriate specialist. Video-conference meetings and in-store appointments are available.

The Chambly store operates with limited staff. The best way to reach us is by Messenger or by email at shop@boutiqueadrenaline.com.

Yes. Our store is located in Chambly, Québec. You'll find our hours and address at the bottom of the page. Note that our entire inventory is available online.

If you haven't yet received a shipping confirmation email, it may be possible to change the order. Contact us by email at shop@boutiqueadrenaline.com as soon as possible and we'll do our best to accommodate you.

If neither order has shipped yet, we may be able to combine them and refund any duplicate shipping charge. Contact us quickly at shop@boutiqueadrenaline.com with both order numbers. Once an order has shipped, it can no longer be combined.

Yes, contact us quickly by email at shop@boutiqueadrenaline.com.

Once your order ships, you'll receive a confirmation email with a tracking number and link. You can also find your tracking information in your account, under your order history.

No. You can check out as a guest. Creating an account, however, lets you track your orders and speeds up future checkouts.

We accept major credit cards (Visa, Mastercard, American Express) as well as the accelerated checkout options shown at checkout (such as Shop Pay, Apple Pay and Google Pay). There is a 4 interest-free installments option. Customers in Canada can also pay with Interac.

Yes. Payments are processed through Shopify's PCI-compliant, encrypted checkout. We never see or store your full credit card number.

Make sure the billing address and postal code you enter at checkout match those on file with your credit card.

Enter the postal code with a space between the two groups of characters, e.g. A1B 2C3.

If you use the same address for billing and delivery, it must also match your credit card file. Your credit card company may block a transaction it believes to be fraudulent — check with them.

Make sure you have sufficient funds.

Don't worry. Many banks display a charge immediately when a payment is attempted, even if it fails. These appear as pending charges and are reversed automatically, usually within 3 to 5 business days depending on your bank.

What you see is likely a payment authorization, not an actual charge. When you order online, your card issuer authorizes the transaction and reserves the amount for a few days. Our site then captures the authorized amount. Sometimes the authorization entry lingers for a few days before disappearing. It does not represent a real second charge.

Your billing address must match the one on your credit card, and the postal code must use the format A1B 2C3 (don't forget the space). If you use your shipping address for billing, it too must match your credit card file.

1. Log in to your financial institution's website.
2. Choose the Interac e-Transfer option from the transfer/payment menu.3. Create a recipient (Adrenaline Shop) by entering our email address: shop@boutiqueadrenaline.com4. Enter Interac e-Transfer information: amount of the invoice to be paid debitable account security question: enter "my order" answer: enter "ADRE" and your order number. (e.g. if your order number is 2754, your answer should be: ADRE2754)5. Follow the instructions to validate the information and send the transfer order. Your order will be sent upon receipt of the Interac e-Transfer.Please note that INTERAC e-Transfers are processed on weekdays only. IMPORTANT: INTERAC E-TRANSFER MUST BE SENT WITHIN ONE HOUR OF ORDERING TO VALIDATE ORDER

Orders received Monday to Friday before 2:00 p.m. (ET) are usually filled the same day (excluding holidays). Orders received on weekends, holidays or after hours are filled on the next business day.

Yes, choose the pickup option at checkout. You'll receive an email when your order is ready. Orders are usually ready within 24 hours, except on weekends. Pickup is during store opening hours.

It depends on where you live. In general, free delivery takes 4 to 7 days.

Our standard delivery options (including FREE shipping) do not include a signature on delivery. If you're concerned about the security of your delivery, choose our "Signature Required" shipping option.

Shipping is calculated at checkout based on your address and the contents of your order. Orders above our free shipping threshold qualify for free standard delivery — the amount remaining to qualify is shown in your cart. You can view our Shipping Page here.

Orders shipped to the U.S. have import duties calculated, displayed and collected at checkout. Your order ships with duties prepaid to avoid fees at your door. Because duties are collected by U.S. Customs and Border Protection, they are not refundable.

This varies from country to country. If in doubt, check with your local authorities. We don't collect duties on other international orders; the customer is responsible for any duty fees on delivery if applicable.

Preordering lets you secure popular items that may be hard to find in stores once the manufacturer delivers them at the start of the season.

An approximate delivery date is shown on each preorder product page. We ship preorders as a priority as soon as the manufacturer sends us their stock.

We're looking forward to it too, but we haven't received the manufacturer's delivery yet. We ship preorders as soon as the manufacturer sends us their stock. We have no control over when those stocks arrive.

A manufacturer may occasionally fail to deliver all the stock ordered. This is beyond our control, and our responsibility is limited to refunding your deposit.

Yes. However, deposits are non-refundable. If you change your mind after placing a preorder, your deposit is converted into store credit toward another purchase.

No. Our entire inventory is online.

Yes, we put our entire inventory on the website. New products are added every day.

Yes. Send us an email with the item you're looking for and we'll check whether it's available from the supplier (certain conditions apply).

It depends on the product and the manufacturer. Some items are restocked, others are limited. Contact us about a specific item and we'll let you know what we can find out from the supplier.

Unless otherwise stated, we don't adjust the price of past purchases to match our clearance events such as Black Friday, Cyber Monday or Boxing Day sales.

No price adjustment is made on items that are part of these promotions — neither ours nor our competitors'.

All adjustments are subject to approval at the time of purchase.

Read the complete policy here

All advertised discounts apply to the regular price of selected merchandise only, and to in-stock merchandise only.

Discounts apply to regular-priced merchandise only. Certain brands may be excluded.

Make sure the code is entered exactly, without extra spaces, and that it hasn't expired. Codes apply to regular-priced items only and can't be combined with other offers or used on excluded brands. If it still doesn't work, contact us at shop@boutiqueadrenaline.com.

If you're not satisfied with your order, you may return your item.

All return requests must be made to shop@boutiqueadrenaline.com within 7 days of the delivery date. Include your name, order number, the item name and the reason for the request.

All returns must be authorized before being shipped back; an authorization number will be provided. Any merchandise returned without an authorization number will be returned to sender at their expense.

Merchandise must be returned in its original condition: unworn, unused, unaltered, with all labels still attached. Protect the original packaging — for example, a shoe box must be wrapped before shipping.

Shipping charges are non-refundable and are the customer's responsibility, unless the item is defective, in which case boutiqueadrenaline.com covers the return shipping according to its conditions.

The item must be mailed within 10 days of the return authorization being issued. Otherwise, a credit will be issued and no refund will be given.

All sales shipped to the U.S. and internationally are final.

Because of rising shipping costs, tariffs and border delays, returning products across borders has become prohibitive.

No return, exchange or refund is authorized on these orders. This lets us keep offering great prices on a wide variety of products.

No. First contact us by email at shop@boutiqueadrenaline.com. Once you've obtained your return number and told us you intend to come in, you may drop off the merchandise on weekdays only, during store opening hours. No returns are accepted in-store on weekends.

Approximately 5 to 10 business days. We submit the refund to your bank immediately, but the bank still needs to process it and apply it to your account; processing times vary by bank.

Refunds may appear as a credit or as a cancellation of the original payment. If the refund is issued during the authorization period (usually 7 days from the original transaction), the charge may still show as "pending" until that period ends.

Gift doesn't fit? No problem. You have until January 10 to request a return for orders placed on December 1 or later. The other usual conditions apply, and requests must be made by email to shop@boutiqueadrenaline.com.

We're sorry about that. Contact us within 7 days of delivery at shop@boutiqueadrenaline.com with your order number and clear photos of the issue. We'll arrange a replacement, exchange or refund at no extra shipping cost to you.

Visit our warranty claim page. The complete process is very well detailed.

Every new product sold by Boutique Adrénaline is covered by the original manufacturer's warranty. Warranties cover manufacturing defects. Ex. Skis/ Snowboard delamination with no sign of impact. Apparel & textiles: stitching separation / seam failure. Bindings / hardware: a part breaking with no sign of impact or over-tightening.

Original manufacturer's warranty does not cover:
Normal wear and tear, damage from impact, misuse, abuse or neglect. Cosmetic issues are not covered — including edge rust and topsheet peeling.

Visit our warranty page for more details

Warranties are assumed by the manufacturer: replacement, credit or repair is at the manufacturer's discretion. Boutique Adrénaline is here to assist, advise and facilitate your claim, but defers to each manufacturer's warranty rules and policies; the manufacturer makes all final warranty decisions.

The customer is responsible for shipping the defective product to Boutique Adrénaline. If the claim is approved, Boutique Adrénaline covers the cost of shipping the replacement or repaired item (shipping within Canada only)

Patience! Resolution time varies a lot from one manufacturer to another. Once the manufacturer honours the warranty with a replacement, the round trip can take up to 6 weeks within Québec and 8 weeks outside Québec. We follow up with the manufacturer throughout the process.